Customer Database and Self Service
Live Chat (Optional Add-On)
TeamSupport Chat facilitates real-time, online chat sessions between your staff and customers visiting your website. Delivered as part of a comprehensive, integrated solution, TeamSupport Chat is a powerful and effective communication channel that helps to resolve customer issues and increase time to resolution rates and can be configured to meet your organization's unique business requirements.
The fully customizable setup allows you to brand the end user form with your logo as well as your "available" and "unavailable" buttons for your website. Chat sessions are integrated with the rest of your TeamSupport account. You can conduct group chats, process "warm" hand off's to other team members, create new tickets that capture the chat session, add chats to existing tickets and much more.
(Chat is an optional add-on to Support Desk and Enterprise. See Live Chat pricing and learn more. To compare editions, see software edition comparison chart.)
Advanced Customer Portal (Optional Add-On)
Add real value to your support offering.
The Advanced Customer Portal is a powerful addition to TeamSupport which enables your customers to have control over their support experience. End users log into the portal and then they can submit and close tickets, view open and closed tickets, contribute additional information and attachments to tickets, search the knowledge base as well as their tickets in general.
You can decide what fields are exposed in the Advanced Customer Portal, and customize the look and feel to fit within your existing support website.
Of course, you can decide what tickets and actions within the tickets are available to your end users so you retain control of how much information is exposed.
(The Advanced Customer Portal is an optional add-on to Support Desk and Enterprise. See Advanced Customer Portal pricing and learn more. To compare editions, see software edition comparison chart.)
*All TeamSupport Editions include a free Ticket Submission Portal URL as well as a Public Knowledge base URL that you may present on your own website at no additional cost.
Customers and Contacts Database
TeamSupport includes a comprehensive Customer Database so that you can link tickets directly to organizations and individuals within the organizations. With a single click you can see all current and past issues associated with a customer so you can get a complete 360 degree view of their current status.
(Customers and Contacts Database included in Support Desk and Enterprise. See software edition comparison chart.)
Ticket Submission Portal
Place a form on your website and allow anyone to submit tickets to your team. This is perfect for cases when you do not have a requirement for a secure login to submit tickets. When end users submit tickets, your team is notified via email as is the person who submitted the ticket. In addition, our unique web conversation feature will update the end users with an email as tickets are updated. You control what updates are sent to your customers which means your team can work on tickets, add notes and keep certain things private.
If the end user submitting the ticket is a defined contact in your account, TeamSupport will automatically associate the ticket with the customer based on their e-mail address.
(Ticket Submission Portal included in all editions. See software edition comparison chart.)
Public Knowledge Base Portal
The Public Knowledge Base allows your customers to perform searches and find the answers they need without the requirement to log in. Your customers can search for keywords and see a list of most popular articles.
(Public Knowledge Base Portal included in all editions. See software edition comparison chart.)
Web Conversations
Web Conversations are an integration of the Customer Portal and TeamSupport's e-mail capabilities. When your end users submit tickets via the customer portal or by e-mail, TeamSupport users are notified with an email. As "publicly visible" entries are added to the tickets, or changes the status, the end user will be notified via e-mail. Your customers and end users can either click on the link included in the e-mail and be directed to the customer portal to add or update information, or they can just reply to the e-mail which will add a new entry in the ticket.
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